Technology In Customer Service

The Role Of Technology In Enhancing Customer Service In Small Businesses

Technology 7 Mins Read April 24, 2024 Posted by Ankita Tripathy

Imagine a world where you can shop effortlessly, get any information at your fingerprint, or imagine your queries are solved in seconds. This isn’t just science fiction. It is the technology that shapes reality and influences customer behavior.  

From the moment you purchase to the point where you seek after-sales service, technology is shaping the transformation of how businesses interact with customers.  

In this blog, I will take you on a journey to delve into the world of technology in customer service. Together, we will explore the role of technology, different trends in service technologies, and future services that can make the process more convenient.  

Moreover, this article will guide you in your small businesses and explain how you can leverage technology for a frictionless journey. At the end of this article, you will clearly understand how to connect customers with your business effectively, foster loyalty, and drive ultimate growth.  

So buckle up, as we will explore some exciting ways technology can change the game in customer service.  

What Is Service Technology? 

What is service technology_

As the term suggests, service technology is software that assists businesses of all sizes. Customer service technology and its facilities are resourceful for companies to provide efficient customer solutions.   

Service technology can be found in advanced and traditional forms. Advanced technology in customer services mainly includes speech recognition, virtual reality, and artificial intelligence. Traditional service technologies include phone lines, email support, and even voicemail systems. 

But you are maybe thinking, “Why? These can be considered as evolving technologies, too!”  

Yes, you are right. In that case, the email support or voicemail system is evolving. However, businesses have already implemented them for quite a long time, making them an integral part of business operations.  

How Small Businesses Can Make The Best Out Of Service Technologies

How Small Businesses Can Make The Best Out Of Service Technologies   

Customer service technology can increase efficiency and effectiveness for all sizes of companies. However, small businesses can benefit more from advanced customer service technology. The advanced features help small enterprises to make a reliable, engaging, quick, and responsive solution for their customers.   

According to Forbes, almost 50% of US mobile users use voice search. The trend of using AI-powered voice assistants is also increasing on a daily basis. On the other hand, 58% of Chinese companies have adopted AI as a part of their service technologies. The US is currently at a low rate of embracing technology in customer service.    

From streamlining customer service efforts to allowing faster responses, customer service technology can help small businesses satisfy increased demand for customer services. Small companies can also provide value according to customer demand and needs. Moreover, they can automate the service process to reduce time and manage many customer queries.  

Given that customers mostly rely on omnichannel to seek support, advanced technology in customer services can be a savior. Here are a few examples you can implement in your small businesses.  

1. Live Chat

Live Chat

Customers always prefer live chat over phone calls. They want the ability to communicate with the representative via messages easily. Once a customer or a visitor clicks on the live chat, a dialogue box connects the customers and representatives for further chat.  

2. Chatbots  


Chatbots and live chats are similar. However, in the case of chatbots, you won’t need an assistant; a bot assists you and takes care of your queries in real-time. Moreover, as a small business, you can customize the chatbots with frequently asked questions such as “track my order.” 

Now, you might wonder what will happen if you ask an in-depth question. Well, in these cases, chatbots can handle representatives. They focus on customers and answer their questions regardless of their complexity.  

3. Help Desk

Help desk

The help desk is another efficient customer service technology that helps teams take, manage, organize, respond to, or report. Thus, you can easily manage your support team through the help desk. For example, the ticket management system is useful for managing various interactions.  

4. Augmented Reality

Augmented Reality

Augmented reality, or AR, is an altered reality that shows real-world views. This technology in customer services can allow your small businesses to create and offer interaction and guidance through videos that can be played on multiple platforms.   

In short, augmented reality is a game changer for businesses, which enhances customer engagement through videos and images. So, you can use augmented reality to help the customers with features such as virtual trials and many more.    

5. Artificial Intelligence

Artificial Intelligence

Artificial intelligence allows you to program activities that normally require human intelligence. To be practical, AI can offer a manageable and valuable way to complete certain tasks.  

In addition, AI streamlines operations and offers interactive experiences. For example, AI can automatically predict the customer needs of your small business and personalize the process to enhance the quality of support.   

Customer Experience And Technology

Customer Experience And Technology

Customer experience should always be considered when determining a successful business. Positive and effective customer service can ensure your business’s key success. Providing seamless transactions or customer-friendly end service is important for small companies.  

In many aspects, recent technologies come in handy to ensure better customer service through technologies.

Here, I have curated five ways customer service technology can provide a better customer experience.  

  1. Coordination and collaboration are among the simplest techniques for reducing customer frustration.  
  1. Gather and analyze customer behavioral data. AI can be a major player in this case. Integrating AI in fetching customer behavior data lets you quickly have a clear and understandable result.  
  1. Personalizing customer experiences is one of the major aspects of CRM. Advanced customer service technology can help small businesses understand customer preferences, what they are considering, and more.      
  1. Self-service is an efficient solution. Self-service technologies are technological interfaces that allow customers to access self-service resources.    
  1. Try to offer 24/7 services. In recent times, customers have expected to interact without waiting time. In these cases, small businesses can use AI technologies. They enhance support and safe messaging for better interaction.   
Key trends in customer service technology

The technologies in customer service are bringing a huge revolution. They are changing the shape of the service process and increasing the support system’s efficiency.   

AR/VR: Both augmented and virtual reality are gaining huge popularity. Implementing this in your small business will allow you to visually represent the products on websites or troubleshoot any issues remotely. 

Self-service: Empowering customers to find answers on websites and portals independently can reduce the support team’s workload. You can also introduce self-help tools for better self-service practice.  

Personalization in customer experiences: Small businesses can tailor interactions based on analyzed customer behavior data. They can also use individuals’ preferences to show them more relevant content.   

Omnichannel support: Through phone, email, or social media chat, Omnichannel support can enhance customer service experiences. Customer service technologies unify services regardless of channel.  

Use of AI in service managing tools: As a small business owner, you can use AI tools to manage services. This will increase your potential to manage many tickets and reduce the pressure of managing queries separately.    

Role Of Technology In Customer Experience 

Technology’s role in customer experience is deeply woven into the simple fabric of customer services. From activities such as browsing online stores to finding solutions through chatbots, customer service technology connects the brands with us.  

However, this technology in customer service goes beyond the ordinary. It helps businesses have a frictionless journey and make better connections with customers.  

The core of customer service technology offers chatbots for FAQs, helps automate repetitive tasks, and more. Service technology’s efficiency is increasing or decreasing, providing potential opportunities for both the business and the customers.  

Furthermore, technological advancements in customer services allow you to leverage customer data. Imagine a clothing brand recommending more customized styles to their customers based on what they have purchased in the past or added to their carts. 

However, the customer service process should always be the same as the human touch. For your small business, you can adopt the technology to avoid the frustration and desk load of work or even for the quickest solutions.

However, human interaction amid technological advancement can also be more trustworthy for customers. Your chatbot service can transition the conversation to an agent for better guidance or pair you with an expert for more customized consultants.   

In Summary

Technology can help you improve your small business more efficiently. You can even personalize customer services and provide faster solutions. Technologies like Chatbots, AI, or even self-service are revolutionizing the roadmap of customer services.  

However, as a business owner, you should recognize the power of human intervention in service management areas. Even though technologies make your business run faster, human intervention might help you add more sympathy to the process. Balancing both simultaneously can bring more success in overall customer experiences.  

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Ankita Tripathy loves to write about food and the Hallyu Wave in particular. During her free time, she enjoys looking at the sky or reading books while sipping a cup of hot coffee. Her favourite niches are food, music, lifestyle, travel, and Korean Pop music and drama.

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